Senior Software Engineer (SRE & AIOps)

• ServiceNow is seeking a Senior Software Engineer - SRE & AIOps to contribute to infrastructure automation, operational resilience, and toil elimination across our hybrid cloud and data center operations
• Embedded within the Site Reliability & Database Engineering organization, you will implement automation-first systems that reduce manual intervention, accelerate incident remediation, and enable our global engineering teams to operate reliably at scale
• This role combines solid hands-on technical expertise in Kubernetes, cloud platforms, and DevOps practices with growing technical leadership capabilities
• You will contribute to SRE tooling design, develop auto-remediation capabilities, and help establish patterns that maintain ServiceNow’s cloud platform reliability while minimizing operational toil across follow-the-sun global teams
• Deploy, operate, and troubleshoot production Kubernetes clusters across hybrid and multi-cloud environments, maintaining operational standards and supporting high-velocity application deployments
• Implement and maintain closed-loop auto-remediation systems that detect, classify, and resolve transient infrastructure failures, leveraging automation frameworks and machine learning insights to reduce MTTR and on-call burden
• Contribute to the design and evolution of SRE tooling stack, including monitoring platforms, incident management systems, log aggregation, and observability integrations that support global on-call operations
• Develop and maintain SLO frameworks, alerting policies, and automated runbooks that empower on-call engineers to resolve issues autonomously while managing alert fatigue
• Build and maintain Infrastructure-as-Code frameworks and GitOps pipelines that enable reproducible infrastructure deployments across hybrid and multi-cloud environments with security and compliance guardrails
• Support hybrid cloud and data center operations, including on-premises infrastructure, public cloud environments, and workload optimization across multi-region deployments
• Contribute to adoption of containerization, microservices, and DevOps patterns across engineering teams, establishing CI/CD best practices and network security controls
• Support on-call rotation operations and incident response processes across different time zones, helping develop runbooks and contributing to post-incident reviews that drive continuous improvement
• Share knowledge and mentor junior SRE engineers on reliability patterns, incident investigation techniques, and automation best practices
• Champion a culture of blameless incident analysis, data-driven decision-making, and continuous improvement through knowledge sharing and documentation
• Identify and systematically automate repetitive operational tasks, from infrastructure provisioning to incident response, improving team efficiency and capacity
• This role offers the opportunity to work with infrastructure automation and reliability engineering at scale
• You will implement systems and practices that directly reduce operational burden across ServiceNow’s global engineering teams
• Your contributions will help establish reliable, automated infrastructure operations and provide a clear career path toward senior technical leadership
• This is a role for an engineer who enjoys solving complex operational challenges, continuous learning, and working collaboratively to improve how systems operate

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time- SRE Tooling Familiarity: Working knowledge of observability platforms, incident management systems, and log aggregation tools
• Distributed Systems Understanding: Understanding of distributed system challenges, fault tolerance, and resilience patterns
• On-Call Operations: Experience participating in on-call rotations and understanding 24/7 operational models, runbook development, and escalation procedures
• Cloud Platform Knowledge: Strong hands-on experience with AWS (EKS, EC2, RDS) and/or Azure (AKS, VMs) or GCP (GKE), with understanding of core SRE-related services
• Systems Administration: Strong foundation in Linux system administration, performance troubleshooting, and scripting (Python, Go, or Bash)
• Incident Remediation Experience: Demonstrated experience designing and implementing automated remediation systems, including alert automation, runbook development, and self-healing mechanisms
• DevOps & IaC Skills: Solid experience with Infrastructure-as-Code tools (Terraform, CloudFormation) and GitOps practices
• Kubernetes Proficiency: Solid hands-on experience operating production Kubernetes clusters, including deployment models, pod orchestration, resource management, network policies, and troubleshooting runtime issues
• Cloud & Hybrid Operations: Hands-on experience working with cloud infrastructure and understanding hybrid cloud concepts
• Collaborative Mindset: Ability to work effectively with infrastructure and application teams, contribute to technical discussions, and help drive reliability improvements
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• Strong foundation in Linux system administration, performance troubleshooting, and scripting (Python, Go, Bash)
• Demonstrable hands-on experience with at least one major cloud platform: AWS, Azure, or GCP
• Experience operating in on-call environments and participating in incident response
• Proficiency in at least one Infrastructure-as-Code tool: Terraform, CloudFormation, or equivalent
• 2+ years of hands-on experience working with production Kubernetes clusters
• 5+ years in software engineering or infrastructure operations, with 3+ years in SRE, DevOps, or cloud platform engineering roles with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience
• Bachelor’s degree in computer science, Computer Engineering, or related field (or equivalent professional experience)
• Demonstrated commitment to reliability engineering and continuous improvement through hands-on contributions
• Experience implementing or improving automated remediation and alert systems
• Experience with service mesh technologies or advanced Kubernetes networking
• Kubernetes certification (CKA, CKAD, or equivalent)
• Background in cloud migration or infrastructure modernization projects
• Experience with cost optimization in cloud environments
• Track record of implementing automation solutions that significantly reduced operational toil